Ocado Group is a technology-led, global, software and robotics platform business, with a strong retail heritage. Ocado has been at the forefront of innovation in the online grocery industry since it was founded in 2000.
Its retail business, , is one of the world's largest online-only supermarkets with over £2,2bn annual revenue and over 795,000 active customers.
The COE Specialist will be responsible to ensure relevant business systems are fully operational ensuring an efficient service to Ocado's customers and clients and to avoid or minimise any impact to customers following system outages or incidents.
This is an onsite based role, at the heart of Tokyo, and will take part in a team shift pattern to cover & support business operations 24x7.
Monitoring business systems operations
Working within a team of on site systems support specialists during your shift, to ensure effective coverage of services by the team
Resolution, escalation and management of logged incidents
Working within the health & safety policies laid out by the company
Identifying and raising system faults in appropriate systems
Ensuring the timely pickup and response to incidents from assigned teams
Managing system faults towards a timely resolution
Analyse the performance of key on site assets
Technical point of contact for onsite and off site teams
Managing the ticketing progress for Technical support services
Prioritising bot recoveries and arranging recovery windows
Investigate failed tasks and inaccessible stock and customer totes
Communicating with relevant parties to ensure visibility and a fast resolution
Highlighting and resolving pick support issues
Working closely with engineering to resolve engineering issues and complete certain engineering tasks
Liaising closely with other technology teams within Ocado to achieve the desired outcome and be a point of contact for related queries
Skills Experience
Able to engage with the stakeholders at all levels to provide technical updates and engage with technical requests
Strong time management and organisational skills. Strong analytical and problem solving skills
Experience in a technical support capacity. Experience in hardware support
A good understanding of computing configurations, ITIL, infrastructure and the OSI model
Able to drive and progress a situation towards a timely resolution
Able to engage effectively and efficiently with business staff at all levels, ensuring work is progressed in a timely fashion meeting business requirements
Ability to follow and create documentation, processes and procedures
Strong technical communication ability
Strong analytical and problem solving skills
Ability to learn and think quickly as well as being very hands on when required
Experience in a technical support / incident management role
Ability to manage and resolve technical incidents in hardware, software and networking
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